Case Study

Last-minute changes to the scope loomed menacingly, but by hiring specialty coaches, enlisting additional expert resources and reducing unnecessary service dispatches, a major communications provider saved millions of dollars while observing a significant uptick in customer satisfaction.

News

IAOP® has named Alorica to its 2017 Global Outsourcing 100 list of the world’s best outsourcing service providers. The list includes companies from around the world that provide the full spectrum of outsourcing services.

Alorica to Add More Than 10,000 Jobs by End of Year

Alorica to Add More Than 10,000 Jobs by End of Year

Company also on track to surpass $1.22B in revenue by Q4, 2015

Irvine, Calif. – November 17, 2015 –Alorica, a worldwide leading provider of customer management outsourcing solutions, today announced that it has reached key hiring and financial milestones in 2015 as a result of client growth in the US and globally. By the end of next month, Alorica will have increased its employee headcount in all 73 markets where the company operates.

Key regions experiencing massive growth for Alorica within the US include: Spokane, Washington; El Paso, Texas; Reno, Nevada; Topeka, Kansas; and Niles, Ohio. Outside of the US both Guadalajara and the Philippines are also expanding employee headcount. The breakdown of jobs being added by the end of the year in these regions include:

670 positions in Spokane, WA

500 positions in El Paso, TX

440 positions in Reno, NV

300 positions in Topeka, KS

270 positions in Niles, OH

1,500 positions in the Philippines

200 positions in Guadalajara

“Our mission to provide insanely great customer experiences has earned us a winning reputation, and we’re thrilled about the momentum of our business and the new client relationships we’re developing,” said Art DiBari, COO, Alorica. “We’re aligned with our clients’ goals to improve the customer experience across every channel and the results show that Alorica is doing remarkably well both within the US and globally. It’s exciting to see such job growth in the markets where we operate.”

Adoption of Alorica’s BPO services is driven by a strong demand for best-in-class solutions that are tailored to the unique customer service needs of the world’s leading brands. Since Q1 2015, Alorica has added 26 new clients, created 1,850 domestic jobs and expanded in critical offshore markets, such as Latin America and the Philippines.

This year Alorica also completed the acquisition of West Corporation’s agent services businesses for $275 million. The acquisition positioned Alorica among the largest BPO providers in the US, valued at $1.2 billion, and increased Alorica’s workforce to 48,000 global employees.

Irvine, Calif. – November 17, 2015 –Alorica, a worldwide leading provider of customer management outsourcing solutions, today announced that it has reached key hiring and financial milestones in 2015 as a result of client growth in the US and globally. By the end of next month, Alorica will have increased its employee headcount in all 73 markets where the company operates.

Key regions experiencing massive growth for Alorica within the US include: Spokane, Washington; El Paso, Texas; Reno, Nevada; Topeka, Kansas; and Niles, Ohio. Outside of the US both Guadalajara and the Philippines are also expanding employee headcount. The breakdown of jobs being added by the end of the year in these regions include:

670 positions in Spokane, WA

500 positions in El Paso, TX

440 positions in Reno, NV

300 positions in Topeka, KS

270 positions in Niles, OH

1,500 positions in the Philippines

200 positions in Guadalajara

“Our mission to provide insanely great customer experiences has earned us a winning reputation, and we’re thrilled about the momentum of our business and the new client relationships we’re developing,” said Art DiBari, COO, Alorica. “We’re aligned with our clients’ goals to improve the customer experience across every channel and the results show that Alorica is doing remarkably well both within the US and globally. It’s exciting to see such job growth in the markets where we operate.”

Adoption of Alorica’s BPO services is driven by a strong demand for best-in-class solutions that are tailored to the unique customer service needs of the world’s leading brands. Since Q1 2015, Alorica has added 26 new clients, created 1,850 domestic jobs and expanded in critical offshore markets, such as Latin America and the Philippines.

This year Alorica also completed the acquisition of West Corporation’s agent services businesses for $275 million. The acquisition positioned Alorica among the largest BPO providers in the US, valued at $1.2 billion, and increased Alorica’s workforce to 48,000 global employees.

While there’s no arguing that automation of low-skill tasks in contact centers is a trend that is gaining momentum and a strategy that’s important to explore. But, it’s also important to remember that your agents need to be on board with this strategy too.